Application Support Engineer II

Location: Mexico City, Mexico; hybrid work with at least three days per week in the office

Company

hirify.global provides reinsurance, insurance, and insurance-based risk transfer solutions, with more than 15,000 employees worldwide.

What you will do

• Provide second-level application support through incident identification, analysis, resolution, and user communication.
• Monitor application health and availability, investigate performance degradation, and coordinate corrective actions such as server restarts or clearing messaging queues.
• Analyze problem root causes, coordinate resolution with application development, network, database, cloud operations, and major incident teams, and follow issues through to completion.
• Review logs and system dependencies to assess business impact and determine whether incidents involve upstream or downstream applications.
• Identify application improvement opportunities that reduce support volume and improve the internal customer experience.
• Support the onboarding of applications from development teams, document knowledge-transfer information, and mentor team members on complex applications and incidents.

Requirements

• Ability to work in a hybrid style from Mexico City and attend the office at least three days per week.
• Fluency in spoken and written English is required.
• At least five years of professional experience in an equivalent application support position.
• Experience with monitoring and observability, technical troubleshooting, and technical operations.
• Understanding of software development fundamentals, including programming, databases, and networks; programming is not required in the role.
• Understanding of FastAPI, REST APIs, and OpenAPI, plus the ability and willingness to learn application and infrastructure support techniques.

Nice to have

• Four-year college degree or equivalent.
• Knowledge of commercial insurance.
• Experience identifying root causes in cloud-based environments.
• Interest or background in artificial intelligence and its practical application to support functions.

Culture & Benefits

• Work in a collaborative, globally distributed, and multicultural environment.
• Contribute to an inclusive workplace focused on equal opportunities and diverse perspectives.
• Develop functional expertise in commercial insurance applications and end-to-end business processes.
• Work with a dynamic application landscape and opportunities to learn new systems from the ground up.
• Application decisions may be supported by AI-powered tools, with final hiring decisions reviewed by people.